How to the add the "Created By" Contact Name as part of an Activity Notification

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

This document describes adding the "Created By" Contact Name as part of an Activity Notification; achieved by editing the Message Template.

In many cases, such as sending out a manual notify, it may be useful to have contact information of the sender automatically included in the message, without relying on the sender to manually enter that information themselves.

A change such as described here would make it easier to see who updated a Request, Issue or Problem:

Environment

Release: 11.1 or higher
Component:  CA Service Desk Manager

Resolution

CA SDM 11.2, 12.1:

Go to "Administration Tab, Notifications, Activity Notifications."

Within the Message Template, enter the following text into the "Notification Message Body" area, against the Activity Notifications that you wish to affect (e.g. Log Comment):

Sender: @{analyst.combo_name}
Phone: @{analyst.phone_number}
Mobile: @{analyst.mobile_phone}

Note: There may be more than one Activity Notification that you wish to change.

CA SDM 12.5, 12.6, 12.7, 12.9, 14.1:

Go to "Administration Tab, Notifications, Message Templates."

Locate the Message Template that contains the content you would like to add the contact information to.  For instance, in Manual Notify, to update the Default template, please look for one of these Message Templates:

Default Manual Notify message template for change Change Order
Default Manual Notify message template for issue
Default Manual Notify message template for request/incident/problem

Within the Message Template, enter the following text into the "Notification Message Body" area, against the Activity Notifications that you wish to affect (e.g. Log Comment), then save.: 

Sender: @{analyst.combo_name}
Phone: @{analyst.phone_number}
Mobile: @{analyst.mobile_phone}

In this example, we updated the Default Manual Notify template for requests.

 

To verify, go into a request ticket and perform a Manual Notify.  Following the above example, you will see text at the bottom such as this:

Note: There may be more than one Activity Notification that you wish to change.